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Bob Moritz
Marshfield Clinic Research Foundation

satisfaction

This three-item, seven-point Likert-type scale is used to measure the degree to which a consumer perceives a transaction was fair, particularly in relation to the treatment received from the salesperson handling the transaction.

This three-item, five-point Likert-type scale is used in measuring a consumer's sense of the sufficiency of the information provided by companies for making good purchase decisions. The scale was referred to as consumer meaninglessness by Durand and Lambert (1985).

This is a seven-item, seven-point Likert-type scale measuring the degree of benefit a consumer perceives was received from a car dealer in a transaction.

This three-item, seven-point Likert-type scale is used to measure a person's degree of satisfaction with purchases made, with an emphasis on department store experiences.

The four item, nine-point scale measures a consumer's attitude toward a specific brand. The scale was used in the study by Duncan and Nelson (1985) with respect to a product advertised as a "men's home permanent" (p. 35).

This three-item, six-point, Likert-type scale measures a person's degree of contentment with his/her family income.

A six-item, five-point Likert-type scale is used to measure a consumer's attitude toward business and products in general.

Four Likert-type items are used to measure the degree to which a person expresses satisfaction with air travel in general. The scale was referred to as convenience by Bruning, Kovacic, and Oberdick (1985).

This is a three-item, seven-point Likert-type scale measuring the degree to which a consumer describes a transaction with a dealer as being fair. The type of dealer studied by Oliver and Swan (1989) was for cars.

Two-item, five-point items are used to measure the recalled number of times a company failed to handle a customer's request in the previous two years. Crosby and Stephens (1987) used the scale with policy owners and asked them to respond about insurance companies.